100553 Cost Centre:
CANADA CC SUPPORT FUNCTIONS Employee Referral Program - Potential Reward:
We are committed to investing in our employees and helping you continue your career at Scotiabank. Job Title: Learning Analyst, Learning and Development Department: Learning & Development Business Line: Canadian Banking Contact Centres Purpose of Job:
The Learning Support Specialist, Learning and Development supports the Senior Manager, Learning & Development in collating and processing all centralized administration, support, management of training delivery needs, reporting and metrics for the Canadian Banking Contact Centres.
The Learning Support Specialist, supports all the Canada Support and IB (Specific Project Lead) with the assignment and execution of their learning courses, and must liaise directly with various stakeholders to ensure that training delivery requests, solutions are effectively and efficiently executed according to the Contact Centre learning strategy. Major Accountabilities: 1. Centralized administration and execution of learning logistics and solutions for the countries and overall region:
a. Receive and process learning assignments using Workfront course/class set-up, evaluation and monitoring of learning processes. Administration of Training Support inbox inquiries and Workfront requests.
b. Receive and process requests for the department by ensuring relevant arrangements are made accurately, in a timely and effective manner prior to, during and post course delivery/completion - this includes but is not limited to: participant enrolment, pre-work arrangements, training facilities, resource bookings (equipment, room set up etc.), attendee participation, course evaluation completions and expense requirements.
c. Manage learning technology and systems to ensure data is accurate and updated.
d. Collate data from learning systems to maintain a monthly learning dashboard for all sites which includes key learning metrics as needed.
e. Maintain accurate, timely and effective systems to track participant enrolment, capture course evaluations and assess effectiveness of learning solutions while enabling continuous improvement using the learning technology systems/tools (me@scotia).
f. Adhere to service level agreements and ensure delivery of services and solutions is in keeping with stakeholder expectations and aligned to Global Learning standards.
g. Support the development, maintenance and co-ordination of an annual training calendar that meets the needs of the local environment and annual objectives.
h. Keep up to date with new and emerging training concepts and analyze training indicators/trends and contribute ideas, best practices and solutions for improvement.
i. Explore and share best practices which remain current with industry trends. 2. Assist with designing and building relevant learning solutions aligned to the Bank's learning strategy, based on local and regional talent needs:
a. Support the Senior Manager, Learning and Development in identification and establishment of short-term and future learning priorities via Learning Dashboard.
b. Provide support to ensure all learning solutions/programs implemented are aligned to department training evaluation and measurement strategy.
c. Asses instructional/Facilitator effectiveness and determine the impact on employee skills and KPI's 3. Administration, execution and sustainment of learning programs in accordance with the Department's learning strategy:
a. Support tracking and administration metrics for onboarding/upskilling programs and compliance completions and liaise with operations and onboarding team.
b. Provide reporting to all sites to support their follow up with participants to ensure that all associated modules within designated Learning Paths are followed.
c. Identify and solicit opportunities to promote learning solutions and offerings in order to ensure an ongoing learning focus via Learning Engagement portal.
d. Contribute to the execution of an effective cross training evaluation and measurement strategy in partnership with Learning Manager of Engagement to identify and track impact of training solutions. Supports the set-up and maintenance of training Scheduled Offerings and Instructor Led courses on the Learning Management System. Monitors and completes LMS tasks related to enrollment, registration/cancellation and tracking completions.
e. Responds to day-to-day case management inquiries received through department inbox for
Instructor-led Programs within SLA 4. Contribution to other objectives:
a. As an effective team player, contribute to a positive, collaborative and engaged work environment and the overall success by actively participating in meetings, sharing knowledge/ideas and recommending areas for improvement.
b. Support the launch, roll-outs and ongoing follow-up of new initiatives enabled through training to the network. Education/Work Experience/Designations and other Requirements 1. Organization and Functional Knowledge and Experience
• A certification or degree in Adult Education / Training , HR or related field OR suitable equivalent educational background with at least years (2) year previous experience in a learning field.
• Working knowledge of adult learning theory and practices.
• The incumbent should have an excellent command of the English Language, clarity of expression and presentation skills and must demonstrate the ability to communicate measurement information in a way that is perceived to be relevant and actionable to a wide variety of targeted audiences.
• Strong verbal and expert written communication skills are essential to effectively communicate ideas and theories and articulate views to all levels within the bank.
• Strong computer skills, desktop management skills and familiarity with various software i.e Mircosoft Office. 2. Interpersonal Competencies
• The incumbent must demonstrate excellent people management and interpersonal skills bringing customer-focus to all of his/her interactions and a strong commitment to learning and growth for self and others.
• High degree of flexibility is required to adapt to a wide variety of tasks and functions, and on short notice.
• Strong team player that displays initiative and positively contributes to a team environment.
Location(s): Canada : Ontario : Scarborough
As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank's six guiding sales practice principles to ensure they act with honesty and integrity.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here . Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted. Job Segment:
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